Mutable Records lets Enterpret pull a customer conversation or support ticket in as soon as it is created, and then keep it updated as the conversation evolves, instead of waiting until the ticket closes. This matters when you are launching a new feature and want to see issues spike in real time, or when your team adds important tags and classifications after closing tickets. Turn it on when waiting for a ticket to close means waiting too long to act on what customers are telling you.

Reach out to your Customer Success Manager or to Enterpret Support to set this up. Please note that Mutable Records typically incurs additional cost due to the extra processing required.

Standard Enterpret behavior works for most customers, who use Enterpret in a primarily retrospective manner, seeking insights about the top pain points from the past few months for quarterly planning. But in some cases, the standard behavior falls short:

When customers launch a new product or feature, they do not want to wait until tickets are closed to start receiving insights in Enterpret. Mutable Records allows them to ingest tickets as soon as they are created, so if a new issue is surging, they can see it much faster and respond accordingly.

Some customers update the tags on their tickets following close, and those classifications are used in reporting and browsing. Since Enterpret normally ingests records only when the record is closed, those subsequent updates were not captured.

In standard behavior, Enterpret only ingest when the record is closed. With Mutable Records, Enterpret typically ingests twice: on creation and on close. Additional ingests can be configured according to your needs. For example, the Post-Close Re-Tagging use case relies on additional ingests after close.